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  • Tesco Mobile - About Us
    Add ons Phones Frequently asked questions about your phone New to Tesco Mobile Getting started with Tesco Mobile Roaming international Rates zones and tips for travelling Understanding your bill Understand the language we use Bill pay Getting started managing your plan and your bill Prepay Getting started topping up and managing your spend Coverage Check your coverage and report a fault Go to the Help Centre Contact Tesco Mobile Get in touch on Twitter Get in touch on Facebook Contact us Menu Show Hide Search About us find out key facts about tesco mobile From unlimited plans to quality customer service it s easy to see why Tesco Mobile is Ireland s most recommended network You can count on us to have a wide range of the leading smartphones on great value plans that actually earn you rewards Our phones are available online in store or over the phone and ordering with us is quick and easy If you need any help switching please see our help video here When you order with us online you won t be left waiting long as we do our best for next day delivery if you order before 1pm If you change your mind within 14 days we offer a refund guarantee It runs from the date you receive your SIM card phone We believe mobile networks should be more rewarding that s why we give you double Clubcard points All you have to do is register your Clubcard to your Tesco Mobile account to start collecting points it couldn t be easier And what s more you can make your vouchers go even further by turning 5 into 15 with Clubcard Boost We are always there to help Our Waterford based call centre is open to answer all your questions from 8am

    Original URL path: http://www.tescomobile.ie/about-us/ (2016-02-12)
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  • Tesco Mobile - Help Centre
    note if we move your number by calling 1749 we will need to speak to you on the number you wish to move to Tesco Mobile so please call us on that number Alternatively if you contact us from another line we will call your existing number to verify your details before the port can be submitted Moving your number normally takes 2 hours to complete You can continue to use your phone during this time Please make sure that you use all your credit with your existing provider We also advise that you copy your contacts to your new Tesco Mobile SIM card as these will not automatically be transferred You will need to ensure that you are using a Tesco Mobile phone or a phone that has been unlocked for your Tesco Mobile SIM card to work Returns and Repairs Within 14 Days of Purchase If your phone becomes faulty within the first 14 days of purchase we offer a no quibble refund service If your phone was bought in a Tesco store please return it fully boxed and including accessories such as battery headset charger and SIM card to the customer services desk in store You will need to provide your receipt as proof of purchase If you purchased your phone online please contact customer care on 1749 and we will log a return for you Over 14 Days but Less than 1 Year Most phone manufacturers offer a warranty of 1 year on phones and 6 months on accessories such as the battery or the charger To log a repair contact Customer Care on 1749 When returning the phone for return or repair we recommend that you send your phone by registered post Please keep a record of the IMEI number of your phone to check the status of your repair on our repair partner s site www mprc ie Please be aware that your warranty does not cover physical or moisture damage Repair if your Phone is More than 1 Year Old If your phone is more than 1 year old or the repair is outside of warranty we can still send your phone for repair Please contact us on 1749 or 089 420 0000 where we can arrange for you to send your phone to our repair partner Please keep a record of the IMEI number of your phone to check the status of your repair on our repair partners website www mprc ie If there is a charge for repairing your phone a member of the repair company will contact you with an estimate before mending the phone If you are happy with the repair quote payment will be taken via credit debit card If you would like your phone returned without being repaired then there will be a 10 administration fee If you prefer you can call into Fonfix directly They are located at 1 Sandyford Park Sandyford Industrial Estate Dublin 18 Some handsets such as Nokia have their own repair centres visit their website here How Much Does it Cost to Repair your Phone If your phone is covered under warranty then the repair will be free The warranty will not cover misuse physical or moisture damage If the repair is not covered by warranty then a member of the repair company will contact you with a quote If you decide not to go ahead with the repair or if it is deemed beyond economical repair there will be a 10 fee for returning your phone to you Tracking the progress of your repair Log onto www mprc ie and enter the IMEI number of your phone You can locate the IMEI on the box of the phone underneath the battery or by dialling 06 For further details of our Returns Policy please check our Terms Conditions Unlocking your phone What s an unlock code Unlocking your phone enables you to use another network SIM card in your phone You need an Unlock code in order to do this Can I get an unlock code for my phone If you brought your phone to Tesco Mobile from another network then your phone may need to be unlocked before you can use your SIM card in it You will need to contact the network you purchased your phone from in order to get the Unlock code If you bought your phone from Tesco Mobile then you can get your unlock code from us once the following criteria have been met Prepay Customers The account must be topped up by a minimum 150 or be with Tesco Mobile for 9 months or more Capped Plan SIM Only Customers The account must have paid bills in excess of 150 or be with Tesco Mobile for 9 months or more Bill Pay Plans The phone can be unlocked at any time after the first 14 days of your contract How do I request an unlock code You can request a code by filling out this form Please ensure you provide the IMEI of your phone This can be found on the back of the phone under the battery When will I receive my code This can vary and can take 2 21 days depending on the make model of your phone We will request your Unlock code within 24 hours of receiving your request Once we have the Unlock code for the phone we will send it to you via text along with the instructions for entering the code How do I enter the code Each phone is different so you will need instructions specific to your phone Once we have the Unlock code for the phone we will send it to you via text along with the instructions for entering the code Clubcard Points Register your Clubcard Register your Clubcard number with us and receive Clubcard points whenever you top up or pay your bill You can register your Clubcard through My Tesco Mobile or by texting the word CLUBCARD followed by a space

    Original URL path: http://www.tescomobile.ie/help-centre/category.aspx?id=23 (2016-02-12)
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  • Tesco Mobile - Help Centre
    with Tesco Mobile on another plan then you must opt in to join How Do I Join the Plan Text JOIN TALK to 1744 Top up by 15 in one go to activate your free calls and then top up by 15 every month to keep this plan active Please note that your free calls will not activate if you top up before joining the plan The plan will become active on the first top up after joining the plan We recommend you top up between 10 and 15 minutes after sending the text to join the plan Frequently Asked Questions I ve topped up 10 and 5 but my free calls aren t active You must do one top up of 15 to activate your free calls I forgot to top up before my free calls ran out That s ok as soon as you top up by 15 or more your free calls will activate again Unlimited Texts A minimum monthly top up of 15 is required to receive free unlimited texts to all mobiles within the Republic of Ireland This is an opt in plan and you must choose to join When you join this plan and top up the minimum monthly amount of 15 you ll receive free texts to all mobiles within the Republic of Ireland You ll also receive free calls and texts to all other Tesco Mobile Ireland customers How Do I Join the Plan Text JOIN TEXT to 1744 Top up by 15 in one go to activate your free texts and then top up by 15 every month to keep this plan active Please note that your free texts will not activate if you top up before joining the plan The plan will become active on the first top up after joining the plan We recommend you top up between 10 and 15 minutes after sending the text to join the plan Frequently Asked Questions I ve topped up 10 and 5 but my free calls aren t active You must do one top up of 15 to activate your free calls I forgot to top up before my free calls ran out That s ok as soon as you top up by 15 or more your free calls will activate again Bill Pay Plans Bill Pay Plans Choose a plan that suits you Starting from just 10 a month Phones from free Click here to see the full range of bill pay plans SIM Only Keep your current phone Great Value Pay Monthly Plans Choose Between 30 Day or 12 Month Plans To find out full information on our range of sim only price plans please click here Prepay Add ons You may want to add some additional features to your plan Perhaps you know you will be sending more texts or using more data than your current plan allows You can find out about the text and data bundles available and we ll help you choose between one off

    Original URL path: http://www.tescomobile.ie/help-centre/category.aspx?id=20 (2016-02-12)
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  • Tesco Mobile - Help Centre
    on the back of the booklet that came with your new SIM card It can also be found by going to tescomobile ie and logging into My Tesco Mobile Under PUK details you will find both the PIN code and the PUK code for your SIM card Alternatively you can contact us and we can retrieve this for you PIN Blocked If the display shows PIN blocked or Enter PUK you or someone else may have entered your handset PIN incorrectly three times You will need your PUK code to unlock your phone When you first bought your Tesco Mobile phone or SIM card you would have received details of your PUK If you no longer have that then call Customer Care on 1749 from your Tesco Mobile calls cost 20c regardless of duration or on 089 420 0000 from any other phone costs from other providers will vary You can also log onto your account on My Tesco Mobile to retrieve your PUK code If the PUK code is entered incorrectly 10 times you will get the error message PUK blocked You will then need a SIM card replacement Please call to your nearest Tesco store or order a new SIM card here Once you have the SIM card please contact us on 1749 and we can transfer your number to the new SIM Security Lost Stolen Phones If your phone is lost or stolen call us on 089 420 0000 or 1749 call us any time day or night and we can block your phone so no one else can use it We can send you another SIM card or you can pick one up in your nearest Tesco store and we ll transfer your mobile number and credit Please report the loss to the Gardaí and Tesco Mobile Customer Care within 24 hours if your mobile phone is covered by insurance Nuisance Calls If you are receiving nuisance calls we would suggest you report this to the Gardaí You can list your number as ex directory on this site under the My Tesco Mobile section or you can call us on 1749 and we can do this for you We can also change your number for you if necessary Magic Numbers Magic Numbers keep children safe by allowing children of 16 years of age and under to send one FREE text message per day to a parent or nominated number when their phone credit is too low Go to the Family and Friends section of My Tesco Mobile to register this number for free or call us on 089 420 0000 or 1749 Accessing Services MMS Multimedia Messages MMS messages are often referred to as picture messages It allows phones that are MMS enabled to send and receive messages that contain text combined with photos images and videos You may need extra settings if you have just moved to Tesco Mobile or if you have moved your SIM card to another phone If you are unable to send or receive MMS please click here to update the settings on your phone Internet You may need extra settings if you have just moved to Tesco Mobile or if you have moved your SIM card to another phone Please click here to set up your phone Premium Texts Tesco Mobile has a regulatory obligation to allow third party service providers to access our network once their service has been authorised by the Regulator for Premium Rate Services Comreg Comreg is an independent body responsible for regulating the content and promotion of premium rate telecommunication services in Ireland You can cancel these messages by replying STOP or by sending STOP to the 5 digit code number the messages are coming from Text Messages If you cannot send text messages please check the service centre number on your phone You will find this in the settings option of the messages menu on your phone The service centre number should be stored as 353894300000 Voicemail settings Voicemail How to Set it Up All new customer are set up with voicemail and you only need to call 171 to personalise it There are three steps to personalising your voicemail Step 1 setting up a voicemail pin number Step 2 setting up a voicemail greeting Step 3 activating your call diverts Setting Up a New Voicemail PIN Number When you first call your voicemail you will be asked to choose a PIN number for your voicemail You will need to use this PIN number if you are checking your voicemail messages from another line We recommend that you choose a number that is easy to remember If you want to change your voicemail PIN at any time call 173 from your mobile phone If you forget your voicemail PIN just call us on 1749 and we will reset it Personalised Voicemail Greeting Tesco Mobile already provides a default greeting but if you wish to record your own greeting you can do so the first time you call 171 or at any other time by following the below steps Dial 172 from your mobile phone then press 3 to select your Personal Options and then press 3 again to set up or change your personal greeting Press 1 to record a new personal greeting Press 2 to listen to your current greeting Press 3 to record a name tag Press 4 to listen to your name tag Activating Voicemail Diverts How you set this up will vary according to your mobile phone but for most phones you can try Select Menu then Settings then Call then Call Diverts Voicemail Number Your Voicemail box number is your existing number with a 5 added after the mobile prefix For example if your number is 089 123 4567 then your voicemail number would be 089 5 123 4567 You can also use the below short code to set up diverts Dial 004 voicemail number and call Once your Voicemail is Set Up You will be notified by text

    Original URL path: http://www.tescomobile.ie/help-centre/category.aspx?id=1 (2016-02-12)
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  • Tesco Mobile - Help Centre
    added to your bill Roaming usage is not covered in your plan allowance Making Calls and Sending Texts When calling Ireland dial 353 before the number and drop the zero from the prefix For example 01 123 4567 becomes 353 1 123 4567 If you are making a call within the country you are holidaying in simply dial the local number If you are calling another country dial and the country code before the number you are dialling For example if calling a UK number 0123 456 7890 it becomes 44 123 456 7890 If sending a text message please make sure that the number you are texting is entered and stored in international format e g 353891234567 To check rates for calling internationally while roaming click here Travelling to Belgium Tesco Mobile customers can access worldwide roaming through our international roaming partner Some older SIMs may still have difficulties accessing a local operator in Belgium When you arrive in Belgium you may need to manually change a setting within your SIM Menu To find the sim menu Android Select Tesco Mobile APP on Android Iphone Select Settings SIM Applications Windows Select Settings Mobile SIM Sim Settings When Abroad Network Selection Manual Selection National Tesco IMSI Select either local operator Proximus or Base and you should access the network Travelling to the Channel Islands When you arrive in the Channel Islands you may need to manually change a setting within your SIM Menu if you do not have service To find the sim menu Android Select Tesco Mobile APP on Android Iphone Select Settings SIM Applications Windows Select Settings Mobile SIM Sim Settings When Abroad Network Selection Manual Selection When Abroad Network Selection Manual Selection International Belgacom IMSI Select either local operator Manx and you should access the network Roaming in Border Counties Roaming in Border Counties If you re travelling to or live in a border county you may find that you sometimes pick up a roaming network This may lead to inadvertently being charged for roaming on that network Counties most often affected are Donegal Louth Monaghan Leitrim and Cavan To avoid this you can change your network settings so they don t automatically pick up roaming networks This is in your phone settings and while it varies according to phone type in general you can find it by following these steps Settings Network Network Selection Manual Data Roaming Using Data While Roaming Data roaming is available while on holiday in Europe and selected countries outside Europe We offer the standard rate of 25c Mb within EU Please check here for full listing of roaming rates including data rates Please ensure that international data roaming is turned on EU Data Limit Don t worry about running up large bills Tesco Mobile protect you by automatically placing a cap of 61 50 incl Vat This cuts off your data usage when you reach this threshold How much is the limit You can use data roaming until you reach 49

    Original URL path: http://www.tescomobile.ie/help-centre/category.aspx?id=5 (2016-02-12)
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  • be listed individually on your bill but all phone numbers will be included in a single bill for your account This section includes the total charges for your phone number s which is a combination of the subscription charges line rental and any additional chargeable usage Usage This section shows the total costs of all of your calls texts data but does not include your line rental charge These can be identified individually on your bill by the symbol at the right hand side of each call record from page 3 onwards Calls Made While Roaming Rates for making calls while roaming depend on which country you are calling from In this example the call is from Germany which is in Roaming Zone 1 and charged at 29c min there is a minimum charge of 15c for calls less than 30 seconds This call lasted for 44 seconds and can therefore be calculated by the following 44 call length in seconds divided by 60 seconds in a minute multiplied by 29 cents 21c Calls Received While Roaming Rates for receiving calls while roaming depend on which country you are calling from In this example the call is from Moldova which is in Roaming Zone 2 and charged at 1 59 min this rate is rounded to the next full minute This call lasted for 29 seconds and will therefore be rounded to 1 full minute costing 1 59 Data Roaming Rates for using data while roaming depend on which country you are in In this example the data is used while in Denmark which is in Roaming Zone 1 and charged at 55c MB there is a minimum charge of 55c for usage less that 1MB in size This usage was 1 436kB and can therefore be calculated by the following 1436 usage in kB divided by 1024 number of kB in 1 MB multiplied by 55 cents MB 77c International Voice Call These are calls made to any number outside of the Republic of Ireland and are charged per minute so if you are on the call for 4 minutes and 3 seconds you will be charged for 5 minutes In this example the customer called a German landline for 2 minutes and 19 seconds which was rounded up to 3 minutes Calls to a German Landline costs 1c per minute and therefore the cost of the call was 3c Voice Calls These are calls made to other phone numbers within the Republic of Ireland Voice Calls Calls which appear on the bill starting with TMI to means that they are calling someone on another Irish Network These calls are included in your bundle allowances and are only charged if you have exceeded your allowance Calls which appear as TMI on net mean that they are calling someone on our network and are free Premium Voice Calls These are a variety of different types of calls including Directory Enquiry Competition lines These calls vary in charges some charge per

    Original URL path: http://www.tescomobile.ie/help-centre/understanding-your-bill.aspx (2016-02-12)
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  • Tesco Mobile - Help Centre
    to see the full range of bill pay plans SIM Only Keep your current phone Great Value Pay Monthly Plans Choose Between 30 Day or 12 Month Plans To find out full information on our range of sim only price plans please click here Billing FAQs My First Bill All Tesco Mobile Ireland billing is paperless To view your bill every month you will need to register on My Tesco Mobile You can get answers to many of your billing questions by checking our sample interactive bill here On your first bill you will see two lines for monthly subscription These are the monthly charges for your price plan and also a pro rata charge The pro rata charge covers the period between the date you activated your mobile number and your first billing date The payment that you made online instore will also be seen here Viewing my Bill Once registered on My Tesco Mobile you can view your bill each month We will send you a text when the bill is ready and payment is due 14 days after receiving this text To view your bill log into My Tesco Mobile From there select the Bills tab from the menu on the left hand side of the screen Bills can be printed from here or saved in PDF format Bill Breakdown On your bill you will see all your usage broken down into areas You will be able to see both usage covered by your tariff and any charges for usage that is not covered by your tariff Voice Calls These are charges for calls made and texts sent from your phone These include calls to landlines and mobiles national and international as well as non geographic numbers such as lo call and premium rated TMI On Net Calls texts made to other Tesco Mobile Ireland customers TMI Off Net Calls texts made to numbers not on the Tesco Mobile network Data These are charges for using mobile internet email and other data services If you re using a smartphone then some of the apps on your phone may incur data charges Picture Messages These are MMS multimedia messages that you send from your phone Roaming These are any calls made or received and text sent while using your phone outside the Republic of Ireland Your bill will also tell you the area your roaming charges originate from International These are any calls made to numbers outside the Republic of Ireland At any time in the month you can check the current cost of your bill and any charges not covered by your plan Simply text SPEND to 1744 This is a free text Inclusive Units There are several ways you can check your allowance of minutes text and data Log into My Tesco Mobile Once logged in from the Home screen you can see all bundle balances These show both percentages remaining and actual balances remaining The My Tesco Mobile app for Android and iPhone are available

    Original URL path: http://www.tescomobile.ie/help-centre/category.aspx?id=2 (2016-02-12)
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  • Tesco Mobile - Help Centre
    Tesco Mobile UK vouchers will not work in Ireland and vice versa Lost Stolen Vouchers Using the voucher serial number we can check if it has been used If it hasn t the store of purchase can assist Double Credit Double credit is only available to customers who joined Tesco Mobile before 28th August 2013 For details of our new Pay As You Go tariffs available from 28th August 2013 please click here Every time you top up by 10 or more Tesco Mobile gives you Double Credit Your bonus credit lasts for 30 days and can be used for Irish landline and mobile calls standard texts to Irish numbers as well as picture and data messages Your main balance credit the Top Up you have paid for is only used once your bonus credit runs out or for calls not covered by bonus credit e g international or roaming calls Main balance credit is valid for 2 years You can check your balance for free by dialling 100 Topping Up Abroad We recommend that you Top Up before leaving Ireland If you forget however contact customer care on 35389420000 to Top Up using a credit debit card You can also register your credit debit card for Top Up on My Tesco Mobile or on the My Tesco Mobile app and once registered can top up through the app or by sending a text containing the number that you wish to top up by e g 10 to 1745 Can I Use a Tesco Mobile UK Voucher Tesco Mobile UK vouchers will not work in Ireland and vice versa Clubcard Points Register your Clubcard Register your Clubcard number with us and receive Clubcard points whenever you top up or pay your bill You can register your Clubcard through My Tesco Mobile or by texting the word CLUBCARD followed by a space and your Clubcard number to 1744 from your Tesco Mobile phone If you re a Prepay customer you ll collect 2 Clubcard points for every euro of Top Up credit bought in a Tesco store via text or online and activated on the network If you re a Bill Pay customer when you register your Clubcard with us you ll collect 2 points for every 1 of your bill paid by direct debit Please note that while you can buy Tesco Mobile credit in lots of other outlets you will not collect Clubcard points on these purchases Prepay Plans What Plans are Available There are three plan types currently available with Tesco Mobile Prepay Basic Plan Every new customer who buys a SIM card or phone from Tesco Mobile will initially be activated on this plan All our new customers are initially signed up to this plan What Do I Get on this Plan You will receive free texts to all other Tesco Mobile customers with a monthly top up of 5 By topping up 10 per month you will receive free calls and texts to all other Tesco

    Original URL path: http://www.tescomobile.ie/help-centre/category.aspx?id=12 (2016-02-12)
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